[P3] When to Use Customer Journey Mapping
This technique is most useful when trying to improve customer experience, launch a new product or service, or enter a new market. It's often used at the start of a project to inform the design process but can also be revisited throughout to validate and refine.
💪Strengths of Customer Journey Mapping
•Customer-Centricity: It ensures a focus on customer needs and experiences.
•Breadth and Depth: It provides both a broad view of the customer's journey and the ability to delve into specific interactions.
•Cross-Functional Understanding: It encourages cross-functional understanding and collaboration.
•Identify Opportunities for Improvement: It effectively highlights areas for improvement or innovation.
⚠️Weaknesses of Customer Journey Mapping
•Time-Consuming: It can be time-consuming to create and maintain.
•Requires a Wide Range of Data: It requires a wide range of data to accurately reflect the customer's journey.
•Subjectivity: Without solid data, it can be based on assumptions that lead to a skewed understanding of the customer experience
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[P3] When to Use Customer Journey Mapping
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